Implementation Manager

ABOUT INMOMENT

Improving experiences is why InMoment exists. InMoment helps organisations understand and analyse customer and employee feedback and data to increase satisfaction and recommendation to drive retention, conversion and lifetime value. With 1500 global employees in 14 countries around the world, InMoment is the chosen Customer Experience (CX) software platform for over 2000 leading companies. Have you been to Foot Locker recently? Or a Nike store? Or bought from MediaMarkt? Serviced your Volkswagen or bought a Ford? Chances are you have already engaged with InMoment by completing a customer experience survey.

Visit our website and learn more about us at inmoment.com.

YOUR OPPORTUNITY

The Implementation Manager is responsible for both managing the project and designing the overall technical solution for new client programmes. They use their ability to capture business requirements and transform them into smart technical solutions, to configure our leading SaaS platform to the best fit for our client’s needs. The focus is primarily on onboarding new clients and implementing significant enhancements to existing programmes.

RESPONSIBILITIES INCLUDE

• Delivering the best solution for clients using our leading SaaS platform within time, budget and quality constraints.
• Managing the entire project incl. scope, client communication, development and maintenance of the project plan, and coordinating InMoment teams.
• Technical design authority: Works with Technical Architecture to design, document and deliver a technical solution that meets our client’s requirements.
• Ensures quality assurance processes are followed.

IDEAL EXPERIENCE

• Passion for technology and applying software to help clients create better customer and employee experiences.
• At least 3 years of hands-on experience with the build, implementation or configuration of SaaS platforms or web applications.
• Solid understanding of core web technologies: HTML, CSS and Javascript
• At least 3 year experience in managing technical projects using waterfall and/or agile techniques. Certification beneficial.
• Strong communications skills, especially when explaining complex concepts.
• Enjoys customer insights, analytics and data visualization.

DESIRED NATURAL ATTRIBUTES (INMOMENT DNA!)

• You live and breathe customer service and demonstrate a customer-first attitude at all times.
• Communicates, if not over-communicates, effectively and effortlessly with internal and external customers.
• Exceptional interpersonal and decision-making skills.
• Understands deadlines and goals and can operate with a sense of urgency without sacrificing quality.
• Exhibits a high level of personal accountability, strong work ethic, integrity, and proven organizational skills with attention to detail.
• Loves working in a super collaborative, high-tech, fast-paced environment and doesn’t mind getting their hands dirty - working shoulder to shoulder across teams to help InMoment’s growth trajectory.
• Technology-driven with savvy technical skills.
• Proficient with Google Suite (GMail, Sheets, Slides, Forms, etc.).
• Quickly develop company-specific expertise and remain abreast of market changes, customer trends, and competitors’ best practices.
• Inspirational team player, colleague, and culture champion within InMoment.
• Collaborative facilitator who develops relationships and loyalty with his/her colleagues at all levels of the company.
• Languages: fluent in English; fluent in German and/or French highly beneficial.

LOCATION

• This position is open to UK (Birmingham or remote) or German (ideally Wiesbaden).
• Post-Covid-19, this position could require up to 35% travel to client sites.

WHY WORK FOR INMOMENT?

We don’t say we are the best at what we do, we get awarded for it. We are recognised as leaders by both industry analysts Gartner and Forrester. And we have earned more CX Industry Awards together with our clients than any other CX company, including the “Best Transformation Of The Year Award”, “Best CX Insights Award”, “Best CX Innovation Award”, “Best CX Disruption Award”, the “CX Impact Award” and many many more. And we are very proud to have won the “CX Partner Of The Year” award across the industry multiple years in a row.

Since we help our customers improve their employee experience, we believe a positive, fun workplace culture is crucial to a company’s success. Knowing this, we seek to practice what we preach. At InMoment, dress is always casual and we have always strongly believed in a flexible work environment. At InMoment, we also believe that inclusion and diversity are essential to our success and we are the only CX company that has committed to making a tangible difference as part of the Valuable 500. Our favorite core value is “human” and demonstrating respect and open-mindedness toward others is central to our culture. Looking for a place where fun and hard work are no opposites: Join InMoment now.